As part of a selected group, you're receiving notifications to ensure a smooth meter read process. The trial will gather feedback from customers on how we can improve your customer service experience.
Please ensure that the path to your meter is clear and that pets are secured.
Not to worry, our meter readers will proceed with the read as long as they can access the meter.
We will leave a 'skipped read' card with further instructions, or you may opt to self-read your meter.
On our end, each meter is assigned a scheduled read date with a permissible window of one business day before and two business days after this date. This approach not only supports the smooth management of our resources but also helps us adhere to energy market rules. This flexible window also allows us to account for any unforeseen circumstances and manage staffing levels. For your convenience, we'll notify you a week in advance of the 4-day window.
For the safety of our Meter Reading staff and to ensure a smooth reading process, it's crucial that dogs are not in the vicinity of the meter during the reading. If you have a dog, please ensure they are isolated and cannot access the meter area - holding your dog back is not adequate. If a meter reading is missed due to a dog on the property, and you believe access is not an issue, you can provide a 'dog declaration' to either your retailer or directly to us. This helps us update our records and avoid unnecessary reading delays.
If you're interested in becoming a self-reader, the process starts with your energy retailer. Please contact them to request this service, and they will forward your request to us in the form of a Site Access service order. This approach ensures that your self-reading setup aligns with our processes and provides you with all the information you need to get started.
Once the trial comes to an end, notifications will pause temporarily as we take time to reflect on your feedback and decide on the best path forward. Should the trial prove successful, we're excited about the possibility of a phased roll-out that would begin with email notifications sent a week in advance, similar to the trial. In time, we hope to introduce SMS reminders closer to your meter read date and extend preferences and notifications to cover other property visits. We'll keep you updated with all the necessary details and planned start dates as we progress.
Advanced meters - energisation
How to re-energise your advanced meter
Advanced meters may be remotely disconnected from the network via communication using the AMI network. This is usually done when a property is vacant and no longer linked to an active electricity account.
The first step in reconnection is to approach a retailer to set up an account for the property, or to ensure any payment issues are resolved. The retailer will then instruct us to “arm” the meter for reconnection.
The following instructions show you how to check if the meter is armed and ready to reconnect and will take you through the process of reconnecting your electricity.
When the meter is de-energised the display will indicate “disconnected” at the bottom of the screen.
When the meter is armed and ready to be energised the screen will display a rolling message 'Press button 2 to connect' in values section.
To energise the meter press and hold button 2.
The display will show a count down ‘Con3’, ’Con2’, ’Con1’ while you hold the button, then you will hear a loud click as the meter becomes energised.
You can release the button after you’ve heard the click.
When energised, the meter will display 'connected' at bottom of the screen.
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How to re-energise your advanced meter
Advanced meters may be remotely disconnected from the network via communication using the AMI network. This is usually done when a property is vacant and no longer linked to an active electricity account.
The first step in reconnection is to approach a retailer to set up an account for the property, or to ensure any payment issues are resolved. The retailer will then instruct us to “arm” the meter for reconnection.
The following instructions show you how to check if the meter is armed and ready to reconnect and will take you through the process of reconnecting your electricity.
When the meter is de-energised the display will indicate 'Breaker Open'.
The current state of the breaker is displayed as either 'Breaker Open' or 'Breaker Closed'.
When the meter is armed and ready to be energised the screen will display a rolling message 'Press button 2 to connect'.
To energise the meter you need to press and hold button 2.
The display will show a count down ‘Con3’, ’Con2’, ’Con1’ then ‘Boost 3’, ’Boost 2’, ’Boost 1’ while you hold the button, then you'll hear a loud click as the meter becomes energised.
You can release the button when you’ve heard the click.
When energised the meter will display 'Breaker Closed'.
Advanced meters - availability and installation
An advanced meter is a digital meter with a communication device installed. Advanced meters can automatically and remotely read electricity flows and provide early detection of connection faults and supply issues.
Advanced meters are commonly used internationally and in other states of Australia as part of the advancements being made to electricity networks. They also enable early detection of faults and supply issues, providing an extra layer of safety. Our advanced metering program will bring us in line with other energy networks in Australia and around the world.
Advanced meters enable emerging products, services and technologies that provide electricity consumer benefits such as owning electric vehicles, more flexible plans and options, and the ability for you to track electricity being sent back across the grid.
A Network Interface Card (NIC), also referred to as a network interface controller or network cards, is the communication device inside an advanced meter.
The NIC enables the meter to connect to a wireless network with other systems that record and send information about your electricity usage back to Synergy for billing. Learn more about how advanced meters work.
Advanced meters will continue to be read manually by our meter readers until the associated communications system is activated.
Your new meter has a communication device installed that enables communication between the meter and Western Power’s systems. This allows us to read meters automatically and remotely, as well as detect faults and supply issues.
Not all digital meters can yet communicate with Western Power's systems. Our new meters are more advanced and are required to wirelessly communicate energy usage and electricity flows.
Your meter may be replaced by Western Power if your retailer requests a new meter at your property (e.g. to support a product or service ordered from your retailer). If you wish to explore this option, please visit your retailer's website.
Our supporting network and systems are now in place in the Perth metro, Geraldton, Kalgoorlie, Bunbury and Albany regions where most advanced meters are communicating with our metering systems. Work in other areas has commenced and will continue over the next few years.
We replace meters to ensure the network - and your electricity supply - are safe and reliable and so you can be confident that your electricity usage and generation is being measured accurately. Advanced meters provide Western Power with greater granularity on power quality data which helps us better manage and operate the network safer and reliable.
There’s no charge for meters installed in new homes or if we’re replacing your old meter for maintenance purposes.
If you have requested a metering service from your retailer (e.g. to change your tariff or install solar panels) a charge may apply.
If your home is scheduled to have an advanced meter installed, we will be in touch beforehand to let you know when we will be arriving.
While we install the meter, we will need to turn off your power for around half an hour to make sure the installation happens safely.
Advanced meters will be installed in all new homes being built. In established homes, where a meter has reached the end of its useful life an advanced meter will be installed. They will also be installed if a retailer requests one to support a new product or service.
Western Power is working towards providing communication coverage across the electricity network.
Advanced meters record electricity flows and communicate the information back to Western Power using a combination of low-level radio-frequency and cellular communications technology. Western Power’s advanced metering infrastructure predominately uses radio frequency supported by 4G technology.
No. You don't need an internet connection or WiFi for your advanced meter to work.
If we're replacing your meter, we'll let you know beforehand when we're coming. We'll need to turn off your power, but it shouldn't be off for more than 30 minutes. If you're home we'll let you know before we start, otherwise we'll leave a card to let you know we've been past. Once we've replaced the meter, we'll test it to make sure everything is in working order and if we do come across a fault (which doesn’t happen very often), we’ll look into it further.
If your meter and switchboard are accessible, you don't need to be home for the installation, however, please make sure there is clear and safe access. If we're unable to access the meter and switchboard because of a locked gate, an unrestrained pet or because the meter and/or switchboard are inside, we'll leave a card in your letterbox with instructions.
We'll need to turn off your electricity supply for approximately 20 to 30 minutes to safely replace your existing electricity meter. If you're home while our team member is working, we'll let you know before switching your power off. If you're not available, we'll carry out the work and leave a card to let you know the job has been completed.
We understand it is difficult to be without power so whenever it is safe to do so, we perform our maintenance on a ‘live network’. However, on this occasion, we can only safely carry out this work with the power supply turned off.
Once the electricity meter has been replaced we'll undertake tests to ensure your electricity service is in safe and reliable working order. If a fault is detected with our service, it will be assessed and repaired accordingly.
In a small number of cases we detect faults related to the wiring on the customer side of the meter. If this happens, we are required by law and for safety reasons to turn off and disconnect the meter. If this occurs, you will need to engage a licensed electrical contractor to locate and repair the fault before the electricity supply can be restored.
All authorised Western Power staff and contractors carry formal identification provided by Western Power. You can ask to see the identification at any time.
To keep up to date with technology advances, all newly installed meters will be advanced meters.
There is no option to opt out of having an advanced meter installed, however, if you become a self-read customer, you can request to have the communications device removed from your meter*.
*The only exceptions to the above being:
- customers with dogs, preventing us from accessing the meter
- customers that have had previous safety incidents with Western Power personnel
- customers with DER products such as solar, electric vehicles, and batteries.
To become a self-read customer, please contact your electricity retailer.
Once we remove the communications device, the meter can't be read remotely, and we'll need to visit your property to read the meter. If we can't access your meter to read it, you'll receive an estimated bill. Should the electricity supply be disconnected, reconnections will take longer as they can't be done remotely and need one of our technicians to attend. Your home also won't have the extra layer of safety that an advanced meter provides by being able to detect faults on the service connection to your property.
No charge currently applies.
However there may be a future charge for us to manually read the meter. If a future charge is applied, we'll let you know in advance and what your options are.
Once we receive your request we'll visit your property within 5 working days in the Perth metro area, and 10 days in regional areas, to remove the communications card from the meter. You don't need to be home, and you won't lose power, but please ensure we have clear access to your meter box.
We'll place a green ‘Communications Device Removed’ sticker on the meter showing the date the device was removed and leave a Meter Service Work card.
Contact your retailer to opt back in to having a communications capable meter.
Contact your retailer for information about costs to re-install the communications device.
Call Western Power on 13 10 87, from 7am to 5pm, Monday to Friday.
Advanced meters - communications equipment
Advanced meters send electricity usage information to Western Power using communications equipment, also known as 'access points' which are installed mainly on existing power poles and streetlights.
Yes, in areas that have suitable above ground power or metal streetlight poles. In some areas we may need to erect a new pole.
Any new poles will be placed on the road verge. They are 6.5 metres high and metal, similar to a streetlight pole.
We consider a range of factors when selecting a pole location. They include safety, technical performance, environmental impact (e.g. choosing a location where minimal clearing is required) and impact on surrounding residents and businesses.
We send a letter and feedback form to surrounding landowners and occupiers, the Local Government, and the local Member of Parliament to invite feedback on the planned location. The comments provided via the feedback form are part of our consideration for the final location of the pole.
These poles are considered essential to operate the network, so we are exempt from requiring a Development Approval under the Electricity Corporations Act 2005 Section 60(3)(b). However, we'll be liaising with all Local Governments and consideration will be made to the relevant Local Planning Scheme.
Advanced meters - connections, billing and data
Please contact your retailer for billing information.
Please contact your retailer for billing or tariff information.
All electricity meters used in Australia are factory tested in line with strict government standards to ensure that the meter accurately measures electricity consumption. If you have concerns about your electricity bill please contact your retailer.
All digital meters use a small amount of energy to function but this is not registered or displayed by the meter, and so you won’t be charged for it. The meter only shows what your household consumes and does not include any energy required to power the meter.
Advanced meters record your energy usage in 30 minute intervals. Western Power groups readings and provides it to your retailer once a day.
Advanced meters cannot capture your personal information such as name and address data or transfer it across the network. The only information an advanced meter sends is related to your energy usage and this data is encrypted to a very high standard. The data Western Power receives from AMI meters is only provided to those with rights to access the data such as the consumer and the consumer’s electricity retailer.
Western Power has put in place significant measures to ensure information remains safe and secure and is not accessed by unauthorised parties.
Your retailer will notify you to push a button on your meter to return electricity to your property.
Access your meter box if it's safe to do so. Push and hold the right hand button on your meter for a few seconds until you hear a click. You'll see the word 'connected' on the display on your meter.
We don't have any way to determine if it is safe to bring power back to your property. You should make sure that you check for unsafe situations (like a stove switched on) before turning on your main switch or pressing the button on your advanced meter to restore power.
Make sure your main switch is on. If it is on then check your RCD (residual current device) switch.
If your meter box is locked you will need to talk to your building manager or strata company to obtain access.
Contact your strata company to get access to the meter box.
Advanced meters - safety, privacy and security
A common but untrue claim about advanced meters is that they can cause health problems.
There are claims that electromagnetic fields emitted by advanced meters can cause electromagnetic hypersensitivity (EMS) or other health issues like insomnia, anxiety and even cancer.
These claims are unfounded.
Current scientific research shows there are no adverse health effects from low exposure electromagnetic fields, which are emitted by everything from your mobile phone, your computer and your wi-fi. EMS is not recognised as a medical syndrome by world health authorities.
Advanced meters emit an even lower frequency than mobile phones, broadcast towers, microwaves, garage door openers and wi-fi, making it even less probable that they’ll have any effect on health.
An independent study completed by Total Radiation Solutions compared the percentage of the ARPANSA General Public Limit for radiofrequency emitted by advanced meters and household items:
- Advanced meter inside – 0.011%
- Wireless modem – 0.05%
- Cordless phone – 0.17%
- Advanced meter outside – 0.82%
- Microwave oven – 1.49%
- Mobile phone at 30cm – 2.03%
The Australian Communications and Media Authority's regulatory arrangements require wireless devices to comply with the exposure limits in ARPANSA’s publication Radiation Protection Standard for Maximum Exposure Levels to Radiofrequency Fields - 3 kHz to 300 GHz”, known as the ‘ARPANSA RF Standard.’ The radiofrequency electromagnetic energy associated with the meters and communications poles being installed by Western Power operates between 902 MHz and 928 MHz, which is similar to that of a garage remote. Our equipment does not use 5G which operates at 26GHz.
There is no conclusive evidence as to any adverse health effects from low level radio-frequency electromagnetic energy exposure.
Health authorities around the world, including ARPANSA and the World Health Organization (WHO), have examined the scientific evidence regarding possible health effects from advanced meters. Current research indicates that there are no established health effects from the low exposure to the radio-frequency electromagnetic emissions from advanced meters. If you do have any health concerns, consult with your doctor.
No, the equipment does not use 5G. Advanced meters record electricity flows and communicate the information back to Western Power using a combination of low-level radiofrequency and cellular communications technology. Western Power's advanced metering infrastructure predominantly uses radio frequency, supported by 4G technology. When communicating, the emissions from an advanced meter are less than those produced from the remote device used to unlock a car, and less than a single SMS transmission. All devices comply with the maximum exposure levels as specified by ARPANSA. ARPANSA asserts that there is no established scientific evidence to support any adverse health effects from very low level RF exposures to populations or individuals. Western Power will continue to monitor the deployment of new technology, including 5G, and whether that will interact with our operations.
There are a number of Commonwealth bodies charged with protecting people and the environment from radiation from telecommunications sources, including the Australian Radiation Protection and Nuclear Safety Agency (ARPANSA), the Australian Communications and Media Authority (ACMA), the Department of Health & the Department of Communications and the Arts.
All advanced meters used by Western Power are National Measurement Institute (NMI) pattern approved. This covers all relevant Australian Standards.
No. The data Western Power receives from AMI meters is only provided to those with rights to access the data such as the consumer and the consumer’s electricity retailer. We will not share it with a third party, for instance, for marketing or other purposes.
Advanced meters do not capture your personal data. The only information an advanced meter sends is related to your energy usage and this data is encrypted to a very high standard.
Advanced meters cannot capture your personal information such as name and address data or transfer it across the network. The only information an advanced meter sends is related to your energy usage and this data is encrypted to a very high standard. The data Western Power receives from AMI meters is only provided to those with rights to access the data such as the consumer and the consumer’s electricity retailer.
Western Power has put in place significant measures to ensure information remains safe and secure and is not accessed by unauthorised parties.
There are no known circumstances where meters have spontaneously exploded in Australia. There have been media reports about exploding meters in the Eastern States, but these were actually a few meters that had been vandalised.